Head of Technology - Integrated Operations, Customer Care & Recovery

• Fantastic opportunity within our Qantas Technology Organisation 
• Challenging opportunity to innovate and drive change through technology 
• Permanent role working at our Head Office in Mascot 

At Qantas, we represent Australia to the world. Our diverse country is known for its unique spirit, mateship, and a can-do attitude. Together we're strong and resilient, and we work hard to make sure we're always at our best. 

Technology is a big part of how we continue to pioneer our way forward. With eyes on the future, our IT team harnesses technology on a global scale and tailor local solutions for each of our ports. Together we'll show you it's possible to make an impact, and to never underestimate what you're capable of achieving. 

The Head of Technology, Integrated Operations, Customer Care & Recovery is a senior leadership position and is responsible for partnering with our Business Units across the Qantas Integrated Operations Centre, Customer Care and Recovery. This role is responsible for developing and maintaining the approved technology strategy, ensuring operational excellence of mission critical IT services, and will drive transformation including the evaluation and solution development of key Technology investments. 

As a strategic business partner, this pivotal role will use technology, data analytics and AI to revolutionise how we manage our Integrated Operations Centre, Customer Care, and Recovery processes. You will drive large-scale transformation programs that position Qantas at the forefront of operational and customer service excellence in aviation. 

This role will be required to build and maintain strong relationships to develop a clear understanding of business needs and ensure the cost-effective delivery of technology and digital services to meet those needs. This includes owning the key technology decisions to build for the long-term while managing roadmaps and business needs. You will champion the technology enabled transformation of our customer operations function. As a people leader, this role will be a key decision-maker in regard to the recruitment and retaining of top talent, providing employee coaching, mentoring, development and team building. 

You'll have: 

• Significant experience (10+ yrs) working in Technology within large multinational organisations, with proven customer operations technology leadership experience 
• Minimum Bachelor's Degree, with expectation of post graduate study in Technology, preferably with broader business administration qualifications and/or customer service industry certifications 
• Domain knowledge across integrated operations including Operations Control Centre management, Customer Care platforms, Service Recovery systems, and real-time operational decision-making 
• Demonstrated success in leading digital transformation initiatives in customer service operations, with specific experience in implementing predictive analytics and AI solutions for customer experience optimisation 
• Strong leadership skills with demonstrable ability in influencing, negotiating, managing large teams, establishing and running cross functional projects/teams, delivering outcomes in a time sensitive environment, managing change and project management 
• Experience managing large scale technology investments, with proven ROI delivery through innovative customer-centric solutions 
• Substantial experience managing teams with complex workloads and competing priorities 
• Deep technology expertise with an ability to engage, influence and lead technology and business leaders 
• Expertise in integrated operations platforms, real-time customer data processing, machine learning applications for service prediction, and automated recovery solutions 
• An ability to understand any business quickly and demonstrate to senior business executives an excellent grasp of what makes the business function 
• Extensive senior management experience gained in a highly complex information systems and technology environment 
• Experience in the development, implementation and maintenance of large scale, integrated IT systems across multiple hardware and software platforms 
• Track record of implementing enterprise-wide customer service platforms and AI/ML solutions that drive operational efficiency and customer satisfaction improvements 
• Demonstrated strength in leadership capability 
• Customer and results oriented, with a strong sense of energy and purpose 
• Experienced in strategic planning, budget and resource management 
• A team builder and team player with a positive, pragmatic and collaborative operating style with the highest levels of ethics and integrity 

Why Qantas? 

You'll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. 

There are many different opportunities across our team, which means you'll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You'll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we've got a great track record of supporting our people to take their career in so many different directions, the destinations are endless. 

The Qantas employee benefits program offers amazing benefits that extend well beyond travel. 

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays. 
• We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees. 
• We'll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships. 
• We'll support your wellbeing: Whether it's learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan. 

Applications close on the 20th of June

Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. By coming to work for us, you'll be part of an organisation that encourages diversity, supports charities and environmental initiatives. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation.